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Chapter: Preface

Preface

Use this guide as a starting point document when implementing a Cisco Unified IP IVR (Unified IP IVR) system before you install or configure your system. The purpose of this guide is to tell you what you need to know before you implement a Unified IP IVR system.

This guide:

Describes what you get with the Unified IP IVR.

Explains why you would use one product rather than the other.

Shows the available system architectural models for each product.

Describes the call or contact flow in the product deployments and describes how key system configuration parameters interact and depend on one another.

Related documentation

The main index pages listing Cisco Customer Contact documentation available on the web.

Other related web documentation and resources.

The following web addresses can give you additional information to that provided in this guide on Unified IP IVR.

Note

The web addresses referenced in this guide were accurate at the time this guide was written but may change. If an address does not work, visit Cisco.com and search for the related document at the Search prompt.

Table 1 Main index pages listing customer contact documentation available on the web

Conventions

Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example:

Choose Edit > Find.

Click Finish.

italic font

Italic font is used to indicate the following:

To introduce a new term. Example: A skill group is a collection of agents who share similar skills.

For emphasis. Example: Do not use the numerical naming convention.

A syntax value that the user must replace. Example: IF (condition, true-value, false-value)

A book title. Example: See the Cisco Unified Contact Center Express Installation Guide.

window font

Window font, such as Courier, is used for the following:

Text as it appears in code or that the window displays. Example: <html><title>Cisco Systems,Inc </title></html>

< >

Angle brackets are used to indicate the following:

For arguments where the context does not allow italic, such as ASCII output.

A character string that the user enters but that does not appear on the window such as a password.

Obtaining the latest support information

For information on obtaining documentation, obtaining support, security guidelines, and also recommended aliases and general Cisco documents, see the monthly What's New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at: